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- Apr 13, 2014
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Has anyone else experienced terrible customer service from DJI?
**** Warning "Big Baby(tm)" Rant Follows*****
I don't get it. How could a company build a product and then not have spare parts and product support plan in place?
I've worked for world leaders and innovators in customer service for most of my business career in both retail and software. I understand both sides of delivering a product. One thing is for sure, the survival of the brand and it's products/services relies heavily on what happens with customer service in the early adopter phase and then again in the mass adoption phase. Right now we are in early adopter and DJI is completely failing. If they don't fix their support, they will fail. Another company with as good of a product and better support will come in and take over.
Their phone waits are non existent because 99% of the time they simply say the call volume is too heavy and the system just hangs up. Their email support is like spaghetti with Corporate/US and different departments not communicating, giving different status on single support requests and they have verbally stated that between the US and Corporate they can not see each other's support request responses on a single support request?!
Lastly, they have delivered a product the P2V+ which they are not taking in for repair!? Even on manufacturing flaws!?
Specifically on my post about a bright spot in my images and videos they are refusing to replace or fix the product and will only issue an RMA after June 1st. http://www.phantompilots.com/viewtopic.php?f=27&t=15490&p=144484#p144484
Even had I notified them of this issue within the 7 day (10 day for our area) window for exchange they could only have returned the product because they don't have the parts to exchange out and won't have the part s until sometime in June.
Shame on you DJI.
*****END "Big Baby(tm) RANT****
**** Warning "Big Baby(tm)" Rant Follows*****
I don't get it. How could a company build a product and then not have spare parts and product support plan in place?
I've worked for world leaders and innovators in customer service for most of my business career in both retail and software. I understand both sides of delivering a product. One thing is for sure, the survival of the brand and it's products/services relies heavily on what happens with customer service in the early adopter phase and then again in the mass adoption phase. Right now we are in early adopter and DJI is completely failing. If they don't fix their support, they will fail. Another company with as good of a product and better support will come in and take over.
Their phone waits are non existent because 99% of the time they simply say the call volume is too heavy and the system just hangs up. Their email support is like spaghetti with Corporate/US and different departments not communicating, giving different status on single support requests and they have verbally stated that between the US and Corporate they can not see each other's support request responses on a single support request?!
Lastly, they have delivered a product the P2V+ which they are not taking in for repair!? Even on manufacturing flaws!?
Specifically on my post about a bright spot in my images and videos they are refusing to replace or fix the product and will only issue an RMA after June 1st. http://www.phantompilots.com/viewtopic.php?f=27&t=15490&p=144484#p144484
Even had I notified them of this issue within the 7 day (10 day for our area) window for exchange they could only have returned the product because they don't have the parts to exchange out and won't have the part s until sometime in June.
Shame on you DJI.
*****END "Big Baby(tm) RANT****